Creates a Ticket for new call into the Service management tool.
Communicate response times for dispatched tickets to end users
Identify and resolve end user request, problem or incident using the relevant knowledge base tools and other technical resources
Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels
Participate in team meetings
Ensure that End-user will experience a minimum number of call transfers, will receive regular updates and efficient coordination will take place with other Resolution Groups
Maintains log of all worked preformed and processed, and turned in to supervisor by the end of the day.
Manage the entire service request process ensuring adherence to SLA
Ability to communicate problems with supervisors as they become known.
Ability to react to change productively and handle other essential tasks as assigned.
Ability to meet deadlines.
Ability to provide end users with outstanding customer care and service at all time.
Present a positive, effective and flexible contribution to achieving team targets and objectives
Adhere to all Policies & standard operating procedures
Protect confidential and sensitive information and materials
Collaborate with other team members to provide high quality support
Ensure constant self-development using day to day work, training, and any other available tool
Ensure equal distribution of work during the shift
L2/L3 expertise on Windows 7 & Windows 10 OS
Experience of migration of WIN 7 to WIN 10
Building Laptops for Win 7 and 8
Basic Hardware troubleshooting
Day to Day User Workstation Moves
ResponsibilitiesCreates a Ticket for new call into the Service management tool.
Communicate response times for dispatched tickets to end users
Identify and resolve end user request, problem or incident using the relevant knowledge base tools and other technical resources
Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels
Participate in team meetings
Ensure that End-user will experience a minimum number of call transfers, will receive regular updates and efficient coordination will take place with other Resolution Groups
Maintains log of all worked preformed and processed, and turned in to supervisor by the end of the day.
Manage the entire service request process ensuring adherence to SLA
Ability to communicate problems with supervisors as they become known.
Ability to react to change productively and handle other essential tasks as assigned.
Ability to meet deadlines.
Ability to provide end users with outstanding customer care and service at all time.
Present a positive, effective and flexible contribution to achieving team targets and objectives
Adhere to all Policies & standard operating procedures
Protect confidential and sensitive information and materials
Collaborate with other team members to provide high quality support
Ensure constant self-development using day to day work, training, and any other available tool
Ensure equal distribution of work during the shift
L2/L3 expertise on Windows 7 & Windows 10 OS
Experience of migration of WIN 7 to WIN 10
Building Laptops for Win 7 and 8
Basic Hardware troubleshooting
Day to Day User Workstation Moves
QualificationsCreates a Ticket for new call into the Service management tool.
Communicate response times for dispatched tickets to end users
Identify and resolve end user request, problem or incident using the relevant knowledge base tools and other technical resources
Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated daily and every effort is made to make service levels
Participate in team meetings
Ensure that End-user will experience a minimum number of call transfers, will receive regular updates and efficient coordination will take place with other Resolution Groups
Maintains log of all worked preformed and processed, and turned in to supervisor by the end of the day.
Manage the entire service request process ensuring adherence to SLA
Ability to communicate problems with supervisors as they become known.
Ability to react to change productively and handle other essential tasks as assigned.
Ability to meet deadlines.
Ability to provide end users with outstanding customer care and service at all time.
Present a positive, effective and flexible contribution to achieving team targets and objectives
Adhere to all Policies & standard operating procedures
Protect confidential and sensitive information and materials
Collaborate with other team members to provide high quality support
Ensure constant self-development using day to day work, training, and any other available tool
Ensure equal distribution of work during the shift
L2/L3 expertise on Windows 7 & Windows 10 OS
Experience of migration of WIN 7 to WIN 10
Building Laptops for Win 7 and 8
Basic Hardware troubleshooting
Day to Day User Workstation Moves
About UsAt Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
